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Make a Suggestion or Complaint We aim
to provide a high standard of care and always try to give
the best service possible, but there are times when you
may feel this has not happened.
This page explains what to do if you have a complaint
about services we provide.
Complaints Procedure
We are always please to receive suggestions for improving
our services and we like getting compliments as well. We
hope you will never have cause for a serious complaint but
if you do, we have a complaints procedure aimed at quick
resolution of problems. Please initially speak directly to
your GP or write to our Practice Manager.
The Doctors and staff at the practice strive to deliver
high quality patient care at all times and in all areas of
contact with the patient or patient's representative, and
re realistic enough to appreciate that there are times
when less than efficient service may be given or instances
where the patient is less than happy with the service they
have received.
In order to attain and maintain high standards of care,
feedback is needed from those to whom the care is
delivered, one mechanism is the complaints procedure.
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1. |
As a
patient you have a right to complain about any
aspect of the service with which you are less than
satisfied, and the Practice has produced this
complaints procedure to assist you through this.
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2. |
Any complaint you wish
to make can be accepted either in writing or
verbally, and should preferably be addressed in
either case to the Practice Manager. If you feel the
doctor is the most appropriate person to approach,
you are free to do so. |
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3.
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If
your complaint is written, you will receive
acknowledgement within two working days. |
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4. |
If your complaint is
verbal, you will receive written acknowledgement
within two working days, with a factual statement of
what is perceived to be the complaint. |
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5. |
Any
complaint you make will be investigated and you will
receive a written report from the Practice as to the
outcomes of the investigations and, where
appropriate, the steps taken to ensure the situation
does not recur. |
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6. |
If considered
appropriate by all parties, you will be invited to
attend the surgery to discuss the matter with the
Practice Manager and, where appropriate, one or more
of the doctors, following which you will receive a
written statement from the Practice as to the
discussion and the outcome. |
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7. |
Where
other parties are involved, you will be kept
informed as to the steps being taken to obtain their
statements. |
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8. |
The Practice will
strive to deal with complaints in a methodical and
efficient manner in order to bring about an
equitable conclusion. |
It is sincerely hoped that any complaint you have about
the Practice can be dealt with by those responsible for
ensuring patient care and delivery of services within the
Practice, but there are times when you may feel this in
inappropriate, or you may not be happy with the results of
the complaints procedure. You have the right, therefore to
complain to the complaints manager at Torbay Care Trust.
Should you wish to discuss any part of this document
with the Practice Manager, please ask the Receptionist or
your doctor to arrange this for you.
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